Systems Engineer - Global IT Operations Center

Overview

Monitor and resolve IT service alerts, incidents, and tasks in a 24x7 support center.

Key Responsibilities

• alarm monitoring
• incident resolution
• sla adherence
• ticket documentation
• kpi reporting
• escalation

Tasks

-Respond to critical and major system alarms on a 24x7 basis -Ensure adherence to SLAs (Service Level Agreements) and other performance metrics -Follow documented processes and procedures to resolve common issues related to software, hardware, and networks -Escalate complex or unresolved issues to Tier 2 or Tier 3 support as needed -Handle and solve IT tasks related to IT Services such as Network, Server, Cloud etc. by referring SOPs or KEDB (Know Error Database) -Collaborate with other Digital team members to ensure seamless support operations -Handle and solve IT incidents related to IT Services such as Network, Server, Cloud etc. by referring SOPs or KEDB (Know Error Database) -Set up and maintain alarm monitoring tools and KPI dashboard under the supervision of senior engineers -Maintain accurate and detailed records of user interactions and troubleshooting steps in the ticketing system -Participate in training and development to stay updated on new technologies and procedures -Continuously monitor system alarms from all kinds of IT Services such as Network, Server, Cloud etc. in LIXIL -Provide monitoring and KPI reports regularly and upon request

Requirements

• jira
• comptia
• itil
• it degree
• customer support
• problem solving

What You Bring

-Ability to manage multiple tasks simultaneously -Excellent communication skills, ability to explain technical concepts to non-technical users -IT certifications (e.g. CompTIA A+, ITIL Foundation) are a plus -Familiarity with ticketing systems, preferably Jira, is an advantage -Basic understanding of computer systems, networks, and software applications -Graduation or equivalent; a degree in Information Technology or a related field is a plus -Willingness to work some shifts and weekends if necessary -Shift working required and mandatory; 6 days a week on a rotational basis -Experience in customer service or technical support role -Strong problem-solving skills and the ability to follow documented procedures -Experience in a multi-tiered support environment -Nice to have specialty is any of the languages (Japanese, German, Spanish and Chinese) -Minimum 1- 3 years of Working experience / Freshers also

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About Lixil

-Designs and builds everything from faucets, toilets, kitchens, doors, and windows to complete curtain walls. -Growth fueled by acquisitions of Permasteelisa, American Standard, and GROHE, expanding its global presence. -Products featured in iconic structures such as The Shard, Sydney Opera House, and IFC Hong Kong. -Partners on innovative projects ranging from smart-home sensors to reinvented household toilets. -Brand lineup includes INAX, GROHE, and DXV, blending heritage, design, and innovation.

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